System and method for providing voice, chat, and short message service applications usable in social media to service personal orders and requests by at least one agent

ABSTRACT

An application that provides voice, chat, or short message services on a social media site to present a data field in a user interface for a person to enter information to request support, make a purchase, or seek information; presents an option to a person that allows the person to select how they want to be contacted by at least one agent; captures information from the social media site for the person; populates a preformatted note with the personal information and selection received from the person, the preformatted note having fields corresponding to the information and contact option, with the preformatted note formed by populating an input field with corresponding information or a selection by the person; stores all or part of the preformatted note as the record of the person&#39;s request for support; implements an algorithm to determine social affinity to route the request to at least one agent or another phone number or an automated response machine; and routes the request by voice or data channel, tracks the request and response, reports the results, and uses those results as feedback for future routing for the person or the person&#39;s social contacts.

CROSS REFERENCE TO RELATED APPLICATIONS

This application is a U.S. Non-provisional of U.S. ProvisionalApplication No. 61/450,543, all of the contents of which areincorporated herein by reference in their entirety.

BACKGROUND OF THE INVENTION

The disclosure generally relates to social media e-commerce,specifically voice and text applications.

Currently voice and text based applications do not take full advantageof integration within social media, especially in the area of servicingpersonal orders and requests. The use of social media has increaseddramatically in the past several years, particularly among businessesand other organizations. It is only logical for them to want to maximizetheir market potential through this growing trend.

The present disclosure provides for interactive voice and textapplications for laptops, tablets, and cellular phones. In particular,the invention is an application that consumes social data about theperson and interfaces the person with the most socially affable agent onthe social site through voice, chat or short-messaging channels. Aperson enters information and selects a contact option. The request isrouted to a socially affable agent and responses are recorded to improvethe social affinity of the person towards the agent.

Through voice and text applications brand ambassadors can now interactwith prospects to promote and/or sell their products and services, andprovide support directly from their social media site.

Further, the addition of voice and text capabilities to sites empowersagents to leverage the power of social media. A person that receivespersonal attention through interaction with an agent, whether it be byvoice, chat, or short message service, is more likely to become a repeatcustomer. They in turn will be more likely to refer their friends andacquaintances, increasing the customer base of the merchant.

A person is more likely to become a customer or refer a friend if theycommunicate with an agent who they are comfortable communicating withbecause of a previous conversation or a recommendation by and/or link totheir social circle.

BRIEF SUMMARY OF THE INVENTION

In accordance with the disclosure, the system is an application thatprovides voice, chat, or short message services on a social media siteto present a data field in a user interface for a person to enterinformation to request support, make a purchase, or seek information;presents an option to a person that allows the person to select how theywant to be contacted by at least one agent; captures information fromthe social media site for the person; populates a preformatted note withthe personal information and selection received from the person, thepreformatted note having fields corresponding to the information andcontact option, with the preformatted note formed by populating an inputfield with corresponding information or a selection by the person;stores all or part of the preformatted note as the record of theperson's request for support; implements an algorithm to determinesocial affinity to route the request to at least one agent or anotherphone number or an automated response machine; and routes the request byvoice or data channel, tracks the request and response, reports theresults, and uses those results as feedback for future routing for theperson or the person's social contacts.

In another aspect of the disclosure, a method encompasses rendering anapplication that provides voice, chat, or short message services on asocial media site, the application being embeddable, copyable, andallowing at least one user action; receiving at least one input relatedto the at least one action; updating the server based on at least onegoal corresponding to the at least one action; implementing an algorithmto determine social affinity to route the request to at least one agentor another phone number or an automated response machine; and performingthe actual routing of the request either by voice or data channel andthen tracking the request and response and reporting the results.

Other objects will be apparent from the following description of thedrawings and embodiments of the invention.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a diagram illustrating the system of how a person and at leastone agent interact utilizing the invention.

FIG. 2 is a diagram illustrating the system of how a customer andmerchant interact utilizing the invention.

FIG. 3 is a diagram illustrating how a preformatted note is populated.

FIG. 4 is a diagram illustrating the algorithm to determine socialaffinity to route a request.

FIG. 5 is a diagram illustrating how an application server functions.

DETAILED DESCRIPTION OF THE INVENTION

Detailed descriptions of the preferred embodiments are provided herein.It is understood that the present embodiments may be embodied in variousforms. As a result, specific details disclosed herein are not to beinterpreted as limiting, but rather as a representative basis forteaching one skilled in the art to employ the present invention in anyappropriately detailed system, structure or manner.

The terms talkEase™, chatEase™, and textEase™ generally relate to andare understood to mean applications for connecting a person to at leastone agent. talkEase™ is a social media application that lets customersinteract with merchants using voice. chatEase™ is a social mediaapplication that lets customers interact with merchants using chat.textEase™ is a social media application that lets customers interactwith merchants using short message services.

The phrase “social media site” generally relates to and is understood tomean a website that allows users to interact, preferably on theinternet. Social media sites include but are not limited to Facebook®,Twitter®, LinkedIn® , YouTube®, Myspace®, and foursquare®.

The phrase “data field” generally relates to and is understood to mean afield in a data entry form.

The phrase “user interface” generally relates to and is understood tomean a system by which a person interacts with a machine.

The term agent may include but is not limited to an employee,ambassador, affiliate, or volunteer.

The phrase “preformatted note” generally relates to and is understood tomean a capture of data through a communication channel. Preformattednotes can be a template or fill-in-the-blank table with preset headings,dual-tone multi-frequency captures, or a sequence of text messagecaptures.

The phrase “input field” generally relates to and is understood to meanan entry box for a user to input text or tones to be used by a program.

The term algorithm generally relates to and is understood to mean a ruleor step-by-step procedure for solving a problem.

The phrase “social affinity” generally relates to and is understood tomean a closeness or farness of a social relation that depends uponvarious parameters like degree of separation on social media, previousfeedback given to an agent by a person, or a person's relationships orconnections in social media. Level of comfort between two people dependson parameters such as relationship or connection on a social medianetwork, degree of separation on the social media network, feedback ofprevious communications between two people and/or feedback ofcommunications between a person with the other person's relationships orconnections. Social relationship parameters other than direct contactinclude but are not limited to same city or same school.

The phrase “automated response machine” generally relates to and isunderstood to mean a device that allows a computer to interact with ahuman by voice or keypad inputs.

The phrase “voice channel” generally relates to and is understood tomean a channel or communication link with sufficient bandwidth toaccommodate the transmission of speech.

The phrase “data channel” generally relates to and is understood to meana channel or communication link used to carry control information ordata signals.

The term feedback generally relates to and is understood to meaninformation obtained from a person through a user interface, voicechannel, or data channel. Feedback may include but is not limited toratings of an agent or comments on user experience.

The term server generally relates to and is understood to mean acomputer that manages data or network communication services.

The phrase “application server” generally relates to and is understoodto mean a computer that runs programs which users can access.

In a preferred embodiment, a system encompasses an application thatprovides voice, chat, or short message services on a social media siteto present a data field in a user interface for a person to enterinformation to request support, make a purchase, or seek information;presents an option to a person that allows the person to select how theywant to be contacted by at least one agent; captures information fromthe social media site for the person; populates a preformatted note withthe personal information and selection received from the person, thepreformatted note having fields corresponding to the information andcontact option, with the preformatted note formed by populating an inputfield with corresponding information or a selection by the person;stores all or part of the preformatted note as the record of theperson's request for support; implements an algorithm to determinesocial affinity to route the request to at least one agent or anotherphone number or an automated response machine; and routes the request byvoice or data channel, tracks the request and response, reports theresults, and uses those results as feedback for future routing for theperson or the person's social contacts.

In a preferred embodiment, the application captures feedback from thecommunication between person and agent and sends it to a server.

In a preferred embodiment, the data field is a request form that allowsa person to enter information and to select a contact option.

In a preferred embodiment, the information may include the person'sname, phone number, e-mail, address, code or reference number, comments,a social relationship or social contacts of a person, or a combinationthereof.

In a preferred embodiment, the contact option includes voice, chat,short message service, or a combination thereof.

In a preferred embodiment, data is gathered from the social media siteand the request form.

In a preferred embodiment, the data is analyzed to determine a sociallyaffable agent.

In a preferred embodiment, the request is routed to an applicationserver which posts the information and sends it to a communicationserver.

In a preferred embodiment, social affinity is determined from parameterssuch as degree of separation from the person, or feedback from theperson or the person's social relations.

In a preferred embodiment, the communication server connects the personto at least one agent.

In another preferred embodiment, a method encompasses rendering anapplication that provides voice, chat, or short message services on asocial media site, the application being embeddable, copyable, andallowing at least one user action; receiving at least one input relatedto the at least one action; updating the server based on at least onegoal corresponding to the at least one action; implementing an algorithmto determine social affinity to route the request to at least one agentor another phone number or an automated response machine; and performingthe actual routing of the request either by voice or data channel andthen tracking the request and response and reporting the results.

In more detail, communicating between person and agent allows forfeedback to be captured and sent to a server. An application that isrendered on a social media site is selected by a person. The input is arequest form that allows a person to enter information and to select acontact option. In turn, data is gathered from the social media site andthe person. The request is routed to an application server which poststhe information, stores data gathered in the system for futurereference, and sends that information to a communication server.

In another embodiment, an agent's social information is gathered whenregistering the agent to a contact center or creating a list of agentsthat are contactable. The agent's social information is then stored.

In another embodiment, a person may navigate to a page on a social mediasite and be contacted by at least one agent.

For instance, FIG. 1 illustrates the process of how a person and atleast one agent interact utilizing the invention.

Referring to the invention in more detail, in FIG. 1 a person lands on asocial media application page 101. The social media site redirects tothe hosted application on the 3CLogic application server 102 and theapplication server gathers social data about the person 103. Theapplication presents a user interface to select options and gather data104, while the person selects an option and completes a form 105.

In more detail, still referring to the invention of FIG. 1, the mostsocially affable agent that is available is determined 106.Communication is initiated with the agent 107, the person and agentcommunicate 108, and feedback is obtained for future social affinitycalculations 109.

Referring now to the invention shown in FIG. 2, there is shown theprocess of how a customer and merchant interact utilizing the invention.

In more detail, still referring to the invention of FIG. 2, a customerselects an application that is rendered on a social media site on theinternet 201. The application contacts a server 202, which sends contentto the social media site 203.

In more detail, still referring to the invention of FIG. 2, the customerfills out a request form which includes a contact option 204. Optionsmay include a voice, chat, or short message service.

In further detail, still referring to the invention of FIG. 2, therequest is routed 205 and the server contacts the customer based uponthe contact option selected 206.

Referring now to the invention shown in FIG. 3, there is shown how apreformatted note is populated by gathering data from a social mediasite.

In more detail, still referring to the invention of FIG. 3, a personfills out a request form, which includes personal information and acontact option 301. Personal information may include name, phone number,e-mail, address, code or reference number, comments, and a socialrelationship or social contacts of a person 302. Contact options mayinclude a voice, chat, or short message service 303.

In further detail, still referring to the invention of FIG. 3, fieldsunder the preset headings are then populated in accordance with thepersonal information and contact option given in the request 304.

Referring now to the invention shown in FIG. 4, there is shown thealgorithm for determining social affinity to route a request.

In more detail, still referring to the invention of FIG. 4, the routingis based on the social affinity of the person 402 and the contact optionon the request form 401. The person is then contacted by at least oneagent 407.

In more detail, still referring to the invention of FIG. 4, an agent isselected who is the most socially affable based on the contact optionselected by the person 403 and prior feedback 408, if any. If the mostsocially affable agent is not available or there is no agent that fitsthe criteria 404, either an agent is selected who is less sociallyaffable 405 or an automated response machine is employed 406.

In further detail, still referring to the invention of FIG. 4, feedbackis taken directly from the person or anyone who is monitoring thecommunication between person and agent, which is input along with theperson's social relationships to determine at least one socially affableagent who is available.

Referring now to the invention shown in FIG. 5, there is shown how anapplication server functions.

In more detail, still referring to the invention of FIG. 5, a personselects an application that is rendered on a social media site on theinternet 501.

In further detail, still referring to the invention of FIG. 5, theapplication contacts a server for content 502. Content received is basedupon the application selected, which may be talkEase™ 503, chatEase™504, or textEase™ 505, while feedback is obtained 506 no matter whichapplication is selected.

Although the description above contains many specifications, theseshould not be construed as limiting the scope of the invention but asmerely providing illustrations of some of the presently preferredembodiments of this invention.

Therefore, the invention should not be limited by the above describedembodiments, methods, and examples, but by all embodiments and methodswithin the scope and spirit of the invention.

1. A system comprising: an application that provides voice, chat, orshort message services on a social media site to: present a data fieldin a user interface for a person to enter information to requestsupport, make a purchase, or seek information; present an option to aperson that allows the person to select how they want to be contacted byat least one agent; capture information from the social media site forthe person; populate a preformatted note with the personal informationand selection received from the person, the preformatted note havingfields corresponding to the information and contact option, with thepreformatted note formed by populating an input field with correspondinginformation or a selection by the person; store all or part of thepreformatted note as the record of the person's request for support;implement an algorithm to determine social affinity to route the requestto at least one agent or another phone number or an automated responsemachine; and route the request by voice or data channel, track therequest and response, report the results, and use those results asfeedback for future routing for the person or the person's socialcontacts.
 2. The system according to claim 1, wherein the applicationcaptures feedback from the communication between person and agent andsends it to a server.
 3. The system according to claim 1, wherein thedata field is a request form that allows a person to enter informationand to select a contact option.
 4. The system according to claim 3,wherein the information comprises the person's name, phone number,e-mail, address, code or reference number, comments, a socialrelationship or social contacts of a person, or a combination thereof 5.The system according to claim 3, wherein the contact option comprisesvoice, chat, short message service, or a combination thereof.
 6. Thesystem according to claim 1, wherein data is gathered from the socialmedia site and the request form.
 7. The system according to claim 1,wherein the data is analyzed to determine a socially affable agent. 8.The system according to claim 1, wherein the request is routed to anapplication server which posts the information and sends it to acommunication server.
 9. The system according to claim 1, wherein socialaffinity is determined from parameters such as degree of separation fromthe person, or feedback from the person or the person's socialrelations.
 10. The system according to claim 1, wherein thecommunication server connects the person to at least one agent.
 11. Amethod comprising: rendering an application that provides voice, chat,or short message services on a social media site, the application beingembeddable, copyable, and allowing at least one user action; receivingat least one input related to the at least one action; updating theserver based on at least one goal corresponding to the at least oneaction; implementing an algorithm to determine social affinity to routethe request to at least one agent or another phone number or anautomated response machine; and performing the actual routing of therequest either by voice or data channel and then tracking the requestand response and reporting the results.
 12. The method according toclaim 11, wherein communicating between person and agent allows forfeedback to be captured and sent to a server.
 13. The method accordingto claim 11, wherein an application that is rendered on a social mediasite is selected by a person.
 14. The method according to claim 11,wherein the input is a request form that allows a person to enterinformation and to select a contact option.
 15. The method according toclaim 11, wherein data is gathered from the social media site and theperson.
 16. The method according to claim 11, wherein the data isanalyzed to determine a socially affable agent.
 17. The method accordingto claim 11, wherein the request is routed to an application serverwhich posts the information.
 18. The method according to claim 11,wherein the application server stores data gathered in the system forfuture reference and sends that information to a communication server.19. The method according to claim 11, wherein social affinity isdetermined from parameters such as degree of separation from the person,or feedback from the person or the person's social relations.
 20. Themethod according to claim 11, wherein the communication server connectsthe person to at least one agent.